Vice President of Customer Support

Vice President of Customer Support
About the Role
The Vice President of Customer Support is responsible for developing and leading the company’s customer support strategy, ensuring that customers receive reliable, timely, and effective assistance across all service channels. This executive will work closely with senior leadership to align support operations with customer expectations, business priorities, and long-term growth objectives.
The role oversees customer support operations, service standards, escalation management, support technology, and performance improvement initiatives. The Vice President will build a high-performing support organization, establish scalable workflows and service procedures, and use customer feedback and operational data to improve service quality, strengthen customer relationships, and support customer retention.
The ideal candidate brings extensive professional experience with significant management and executive leadership experience, along with strong operational judgment, customer-focused leadership, and the ability to build teams, improve support systems, and deliver measurable service outcomes.
What You’ll Do
Customer Support Strategy
Develop and implement a customer support strategy aligned with company objectives and customer needs.
Establish service priorities, support standards, and operating plans across relevant customer service channels.
Identify opportunities to improve response times, issue resolution, customer satisfaction, and service consistency.
Ensure support operations can scale with customer growth and changing business requirements.
Support Operations and Service Delivery
Oversee daily support operations, including case management, inquiry handling, issue resolution, and service escalation.
Establish clear workflows, service procedures, and ownership standards for customer requests.
Improve coordination across support teams to ensure timely and consistent responses.
Monitor operational capacity and adjust staffing, scheduling, and resources to maintain service quality.
Customer Issue Resolution and Escalation Management
Establish effective processes for handling complex, urgent, and high-impact customer issues.
Coordinate with Product, Engineering, Operations, and other relevant teams to resolve recurring problems.
Develop escalation protocols that clarify responsibilities, response expectations, and resolution timelines.
Review significant service incidents and implement corrective actions to prevent recurrence.
Service Quality and Customer Satisfaction
Define key performance indicators (KPIs) to measure customer satisfaction, response time, resolution time, service quality, and support efficiency.
Review customer feedback, support case trends, and service performance to identify improvement opportunities.
Establish quality assurance procedures, case review practices, and service evaluation standards.
Lead initiatives that improve customer experience and build trust through reliable support delivery.
Support Systems and Process Improvement
Evaluate customer support platforms, knowledge management tools, automation capabilities, and reporting systems.
Standardize support workflows and documentation to improve consistency and operational efficiency.
Develop knowledge bases, internal guidance, and self-service resources that help customers resolve common issues.
Identify opportunities to reduce repetitive inquiries and improve the effectiveness of support processes.
Cross-Functional Collaboration
Partner with Product, Engineering, Sales, Customer Success, and Operations to address customer needs and recurring issues.
Communicate customer feedback and support trends to inform product improvements and business decisions.
Coordinate cross-functional initiatives to improve service delivery and resolve operational bottlenecks.
Ensure that customer support commitments align with company policies, product capabilities, and operational resources.
Team Leadership and Development
Build, lead, and develop a high-performing customer support organization.
Establish team structures, role responsibilities, performance expectations, and professional development plans.
Coach support managers and team leaders to improve service quality, problem-solving, and employee performance.
Foster a culture of empathy, accountability, collaboration, and continuous improvement.
Performance Management and Resource Planning
Develop support budgets, staffing plans, and resource allocation strategies.
Monitor service demand, workload distribution, productivity, and operational costs.
Prepare performance reports and recommendations for executive leadership.
Use data and operational insights to improve service capacity, efficiency, and customer outcomes.
Qualifications
Extensive professional experience in customer support, customer service operations, service delivery, or a related function, with significant management and executive leadership experience.
Proven ability to develop and execute customer support strategies that improve service quality and customer satisfaction.
Demonstrated success building, leading, and developing high-performing customer-facing teams.
Strong understanding of support operations, case management, escalation procedures, and service quality standards.
Experience establishing service-level expectations, performance metrics, quality assurance processes, and reporting frameworks.
Proven ability to manage complex customer issues and coordinate effective resolution across multiple teams.
Strong analytical and problem-solving skills, including the ability to use customer feedback and operational data to guide decisions.
Experience improving support workflows, knowledge management systems, and customer service technology.
Demonstrated ability to collaborate with Product, Engineering, Operations, Sales, and other business functions.
Strong communication, conflict resolution, coaching, and stakeholder management skills.
Ability to make sound decisions in time-sensitive situations and manage competing operational priorities.
Experience managing support budgets, staffing requirements, and service capacity planning.
Ability to balance strategic leadership with hands-on execution and accountability for measurable service outcomes.
Bachelor’s degree in Business Administration, Management, Communications, or a related field preferred; an advanced degree is a plus.
Why Join Us
Executive Leadership: Shape the company’s customer support strategy and service standards.
Operational Ownership: Build scalable support systems, workflows, and performance management practices.
Customer Impact: Improve the quality, reliability, and consistency of customer assistance.
Cross-Functional Influence: Work with business and technical teams to address customer needs and improve products.
Team Development: Build a strong support organization focused on accountability, customer trust, and continuous improvement.
Compensation Range
Base Salary: To be determined based on experience, qualifications, location, and overall compensation structure.
Additional compensation may include performance-based annual incentives, executive bonus opportunities, and/or equity-based compensation, depending on the overall compensation structure.
Benefits
Healthcare Plans: Medical, Dental & Vision Insurance
Retirement Plan: 401(k)
Paid Time Off (PTO)
Professional Training & Development
Leadership Development Opportunities
Wellness Resources

Work arrangement
Yes